Customer Service Representative II

Nidec • Saint Louis, MO

8d • Hybrid

About The Position

The HVAC Customer Service Representative II supports customers and internal teams by providing helpful information, answering questions, and resolving issues. The CSR role is the front line of support to help ensure that customers are satisfied with products, services, and features. Also providing solutions that fit individualized situations and prioritize the customers' needs at each step of the process.

Requirements

• Minimum of 3-5 years’ relevant Customer Service experience.
• Excellent communication skills (active listening, phone, and written communication skills).
• Ability to prioritize, attention to detail, and manage time effectively.
• Ability to analyze information and relay to individuals at different levels.
• Strong PC skills with proficiency in Microsoft Office required.
• Excellent written and oral communication skills, pleasant telephone etiquette and people skills.
• Demonstrate a commitment to high professional ethical standards in a diverse workplace.
• Excel at operating in a fast-paced community environment.

Nice To Haves

• Previous experience in HVAC products and service is a plus.
• EDI, Oracle, or Microsoft AX/Dynamics 365 experience a plus.

Responsibilities

• Ensure a prominent level of accessibility to customers, including the handling and processing of a large volume of phone calls or e-mails in a prompt and efficient manner.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Serve as the point of contact and the voice of the customer to various departments within the sales order process (i.e., engineering, quality, operations, etc.).
• Communicate directly with external customers to provide lead times, pricing, availability, delivery dates, order acknowledgements, updates, and shipping information.
• Direct information and updates to the proper individuals within the organization.
• Solve problems that arise through the sales order process.
• Assist with warranty claims.
• Provide backup as required for customer team members.
• Process credits and RGA’s (Returned Goods Authorization) accurately and in a timely manner, according to department procedure.
• Additional tasks and duties assigned based on business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed